7.4. Дайте развернутые ответы на поставленные вопросы, опираясь на содержание текста.

1. Do you find the recommendations given in the text perfectly suitable for any situation like this? Would you use them?

2. What is especially difficult when you need to handle an irritated customer over the phone instead of a face-to-face talk?

3. What qualities should a person possess to deal with complaining customers professionally?

8. Подготовьте развернутые высказывания (от 25 развернутых предложений) в ответ на вопросы, заданные ниже. Задание, помеченное звездочкой, выполнять не обязательно.

1. Recollect any episode with a complaining customer from your own experience or from the experience of someone you know. Suggest how the problem from that episode should have been handled.

2. Have you ever complained over the phone as a customer? What was the reaction of your counterpart?

3.* If you happen to know any foreigners, ask them whether they experienced any challenging episodes of similar kind as professionals or as customers. Ask them how both parties acted and what the outcome was. Share this information with your groupmates/instructor.

Часть XIII. Медицинское страхование как составная часть тура Text 1. General Advice for Travellers

1. Убедитесь, что Вам понятны слова и выражения, перечисленные ниже. Если необходимо, воспользуйтесь словарем.

immunizations medication medical condition prescription health insurance emergencies hitchhikers

health crisis become hospitalized doctor's medical prescription travel health insurance injury enjoyable

an unpleasant stay local hospital accidents belongings without any warning provincial plan deductibles

2. Соедините разрозненные части выражений и составных слов.

1	medical	A	immunizations
2	proper	B	prescription
3	health	C	history
4	immunization	D	tickets
5	doctor's medical	E	costs
6	traffic	F	physician
7	airline	G	members
8	family	H	situation
9	personal	I	security
10	to pay for any	J	laws